Zaid Kurdi
About Zaid Kurdi
Zaid Kurdi is a Service Operations, Transition & Delivery Manager at SITA, with a strong background in IT service delivery and project management. He holds a Master of Science in Networks Systems & Communications from the University of Teesside and has extensive experience in enhancing service desk operations and compliance management.
Work at SITA
Zaid Kurdi has held multiple roles at SITA, contributing significantly to service delivery and operations. He began his tenure as a Senior Representative in Global IT Services Delivery Management from 2013 to 2015 in Amman. He then advanced to the position of Service Delivery Lead and Project Manager for Network & Infrastructure Services from 2015 to 2017 in Montreal, QC, Canada. Currently, he serves as the Service Operations, Transition & Delivery Manager since 2017, focusing on optimizing service operations and enhancing product offerings.
Education and Expertise
Zaid Kurdi holds a Master of Science (MSc) in Networks Systems & Communications from the University of Teesside, which he completed from 2010 to 2011. He also studied Product Management at MIT Sloan School of Management, earning a certification in Mastering Design Thinking in 2019. Additionally, he has a Bachelor of Science (BSc) in Software Engineering from Al-Balqaa Applied University, obtained from 2004 to 2008. His educational background supports his expertise in service operations and project management.
Background
Zaid Kurdi has a diverse background in IT service delivery and project management. His career at SITA spans over a decade, during which he has developed a strong foundation in service operations and infrastructure management. His experience includes leading significant projects and initiatives that have improved service desk structures and compliance with regulations such as GDPR.
Achievements
During his career at SITA, Zaid Kurdi has led various initiatives that resulted in substantial improvements. He redefined the service desk structure and migrated knowledge bases to ServiceNow. He managed the Aircraft Cabin Connectivity service desk, achieving over $500k in savings through process optimization. His efforts led to an 80% reduction in incidents and escalations, alongside a 40% increase in Net Promoter Score (NPS) and a 20% increase in Customer Satisfaction (CSAT).